Terms of Sale
Please read these Terms of Sale carefully before you submit your order with us. These Terms of Sale tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. We draw your attention, in particular, to the limits on our liability in paragraph 7.
1. Who we are
1.1 We are ZENB UK Ltd, a company registered in England and Wales. We own and operate the Website. Our company registration number is 12225182 and our registered office is located at 2nd Floor, Building 10 Chiswick Park, 566 Chiswick High Road, Chiswick, London, United Kingdom, W4 5XS. Our registered VAT number is 186 9078 54.
1.2 References in these Terms to “ZENB”, "we", "us", "our" are each a reference to ZENB UK Ltd. You can contact us using the details which are provided on our Contact Us page and at the end of these Terms. The expressions "you" and "your" refer to each and every individual who accesses or uses the Website.
1.3 If you have any questions about these Terms of Sale or if you have any questions or complaints about your order with us, you can contact us through this page: https://zenb.co.uk/pages/contact or by e-mail on firstname.lastname@example.org.
2.1 We reserve the right to decline to trade with any person. Our acceptance of your order will take place when we email you to accept and confirm your order, at which point a contract will come into existence between us. Orders for in-stock products are generally processed and shipped within 1-3 business days (Monday-Friday). If a product is currently out-of-stock, we will make every effort to identify that on the Website.
2.2 In the unlikely event that an item you order is out of stock or there are other issues with the order such as:
(a) errors in the price (please see paragraph 12 for further information);
(b) we have identified an error in the description or price of the product; or
(c) we are unable to meet a delivery deadline you have specified,
we will contact you and you will have the option to either place an updated order or cancel the entire order without charge.
2.3 The images of the products on our Website are for illustrative purposes only. Although we have made every effort to display accurate images of the products, your product may vary slightly from those images.
3. Contacting you
If we have to contact you we will usually write to you at the e-mail address you provided to us in your order. Alternatively, we may contact you by telephone or post.
4. Payment Methods
4.1 We currently accept Mastercard, Visa, America Express, Discover, JCB, PayPal, Google Pay, and Apple Pay. You must pay for the products before we dispatch them. In the cases of one-off orders or first shipments in subscription orders, your credit or debit card will be charged once your order is confirmed.
4.2 If the issuer of your payment card refuses to or does not, for any reason, authorize payment to us, we may cancel our contract with you. Please see paragraph 17 for more information.
4.3 If you wish to purchase any product or service made available through the Website, you may be asked to supply certain information relevant to your transaction, including without limitation your credit card number, the expiration date of your credit card, your billing address, and your shipping information.
5. Free or Promotional Offers
We may, at our discretion, occasionally offer discounts and discount codes. While the terms and conditions for each promotion will vary, most of our offers last for a limited time until a specified closing date, and have associated promotional codes that can only be used once per customer and cannot be combined with other offers. Promotional shipping offers will only apply to orders that meet the particular promotional requirements. Generally, shipping promotions will only apply to standard shipping, unless otherwise noted. I If there is any inconsistency between the discount code terms and conditions and these Terms of Sale, the discount code terms and conditions shall prevail.
6.1 Orders from this Website will only be shipped and delivered to addresses located within the United Kingdom. It is your responsibility to provide us with a safe and correct shipping address.Once your order leaves our facility, you can expect your delivery within 2-7 business days. A shipment confirmation containing the tracking number will be emailed to you when your order ships. If you have signed up to a subscription, we will provide the products to you until the subscription is cancelled by you as described in paragraph 8, or we end it by written notice to you as described in paragraph 17.
6.2 If you receive notification of an unsuccessful attempted delivery, it is your responsibility to use the details provided to contact the delivery company named in the dispatch e-mail to arrange re-delivery. If nobody is available to receive the products, we will use reasonable efforts to follow any special delivery instructions you have provided.
6.3 You own a product once we have received the payment in full, including all applicable delivery charges.
6.4 If our supply of the products is delayed by an event outside our control (including acts of God, flood, drought, earthquake, or other natural disaster, epidemic of pandemic, terrorist attack, civil war, civil commotion or riots, any law or action taken by a government or public authority, and collapse of buildings, fire, explosion or accident) then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
7. Limits on our liability
7.1 If we fail to comply with these Terms of Sale, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these Terms of Sale or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
7.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; or for breach of your legal rights in relation to the products (please see paragraph 18 for more information on your legal rights).
7.3 We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
8.1 Your rights when you end a contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
(a) if you've already placed an order with us but you've changed your mind, see paragraph 9;
(b) if you want to cancel your order with us because of something we have done or have told you we are going to do, see paragraph 10;
(c) if you have signed up to a subscription and you want to cancel it, see paragraph 16.8.2 If what you have bought is faulty or misdescribed, you may have a right to end the contract (or to get the product replaced or to get some or all of your money back), see paragraph 18 for more information.
9. Cancelling: if you change your mind
9.1 You have the right to cancel your contract with us for the period starting from when the contract between us was formed (i.e. when we email you to accept and confirm your order). You then have a period during which you may cancel the contract, and that period continues until the end of 14 days starting from the day you receive your product(s). However, for health protection and hygiene reasons you have no right to change your mind for any individual product(s) that have been opened or unsealed.
9.2 To cancel your contract with us, please contact us in writing by sending an email to email@example.com or by contacting us via our contact form here: https://zenb.co.uk/pages/contact. You may use the model cancellation form that we make available on our Website, but it is not mandatory. You may wish to keep a copy of your cancellation notification for your own records. Your cancellation is effective from the date you sent it to us, as long as you sent it during the cancellation period.
9.3 If you exercise your right to cancel, you will receive a refund of the price you paid for the products including the delivery charge. We will process the refund due to you as soon as possible and, in any case within 14 days from the day we receive the products back, or you provide evidence that you have returned them. We will make the refund using the same means of payment as you used for the initial purchase, unless you expressly agree otherwise, and you will not incur any fees for receiving that refund.
9.4 Returnable products must be returned in their original condition (together with all packaging), and show no signs of use or damage. We may deduct the loss in value of any products, if that's caused by your unnecessary handling of them.
10. Cancelling: if you want the contract to end because of something we have done or told you
10.1 If you are ending a contract for a reason set out at (a) to (c) below, the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:
(a) we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
(b) there is a risk that supply of the products may be significantly delayed because of events outside our control (see paragraph 6.4 for more information); or
(c) we have suspended supply of the products due to technical reasons or changes in law and/or regulatory requirements, or notify you we are going to suspend them for those same reasons (see paragraph 13 for more information).
10.2 Please contact us to arrange a refund, quoting the relevant reason above.
11. Managing returns
11.1 All returns are at your own risk. If you are returning products because you have changed your mind, you must pay the costs of return. We will pay the costs of return if the products are faulty or misdescribed.
11.2 Please ensure all returns:
(a) enclose the form received with your order;
(b) package the product(s) securely;
(c) are sent to our address listed in paragraph 1 of these Terms of Sale.
12.1 All prices shown on the Website are in Pound Sterling (GBP). The price of a product (which includes VAT) will be the price indicated on the order pages when you placed your order.
12.2 We take all reasonable care to ensure that the price of a product advised to you is correct. However, despite our efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date (or, when it comes to subscriptions, your next order date ("Next Order Date") is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date or Next Order Date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing.
12.3 If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.
12.4 If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
13. Suspension of supply
13.1 We may have to suspend the supply of a product to reflect any changes in relevant laws and regulatory requirements, or for technical reasons. We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency.
13.2 If we have to suspend the product for longer than a period of 1 week, we will adjust the price so that you do not pay for products while they are suspended.
13.3 You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 1 month and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.
14.1 By signing up for a subscription, you acknowledge and agree that your subscription order will automatically be processed and shipped on a recurring basis as selected by you until you end your subscription in accordance with these terms of sale, or we terminate it.
14.2 In order to use our subscription service, you must register for an account with us (“Account”) and provide us with information as prompted by the registration form on our Website. You promise that: (a) all information you submit is truthful and accurate; (b) you will maintain the accuracy of such information. You are fully responsible for keeping your Account login information confidential and for all activities that occur within your Account. If you suspect that there has been unauthorized access to your Account or any other potential security breaches you agree to immediately notify us of this. We will not be liable for any loss or damage arising from your failure to comply with these requirements.
14.3 By enrolling in a subscription you are signing up to a periodic subscription with us and agree to pay the then current applicable subscription fee listed on the Website (as defined by the quantity and type of shipment you choose to receive per period). Your subscription, which may start with a free or discounted box, will continue with the preferences you have chosen at the outset (or with different preferences if you change them within the required time period) unless and until you cancel your subscription or we terminate it. After the first payment (which is taken when we confirm your order), payments for the subscription service will be taken after the relevant cut-off date/time specified on our Website (which may change from time to time), depending on the delivery date(s) you select.
14.4 We may change the price of a subscription plan, introduce new subscription plans, or remove subscription plans from time to time, and will communicate any price or plan changes to you with at least 14 calendar days' advance notice to the email address provided in your Account. Price and subscription plan changes will take effect as of the next billing period following the date on which we provided notice to you of the price or plan change. By continuing to use our service after the effective date of a price or plan change, you indicate your acceptance of such price or subscription plan change. If you do not agree with a price or subscription plan change, you have the right to reject the change by cancelling your subscription(s) prior to the effective date of the price or subscription plan change. Any continuing subscriptions after this effective date of the price or subscription plan change will be charged at the new price. Please make sure that you read any notifications of price or subscription plan changes carefully.
15. Manage Your Subscription
15.1 To manage your subscription(s), sign in to your Account and click on "manage subscription”. all updates to subscription(s) must be made 24 hours prior to your Next Order Date stated on the website. For information on cancelling your subscription, please see paragraph 16 below.
15.2 If you have multiple subscriptions in place you will need to go through the process outlined below for one to ensure that all of your subscriptions have been successfully updated or cancelled.
15.3 Order Frequency
Change how often you would like to receive your shipments by selecting “Change frequency”, select the frequency (in weeks) and then click “Save Changes”.
For other changes to your subscription, select “View and edit details” and click on the desired option. Please note that all changes should be made 24 hours before the Next Order Date in order to be factored into the upcoming shipment.
15.4 Address and Shipping Information
Change your shipping address and billing address by selecting the “Edit” link next to the address, make the necessary changes, then click “Save Changes” for each address you changed. The updated address will appear on the address list. At this time there is only one shipping method for your subscription.
15.5 Payment Information
Change the credit card for upcoming orders by selecting the “Edit” link. Fill in all details of your credit card, and then click “Save Changes”. The last four digits and expiration date of the new credit card will appear in the subscription overview at the top of the page.
15.6 Products in Your Subscription
Change the quantity for all future orders of product(s) in your subscription by selecting the “Edit quantity” link. Select “Update quantity”. At this time there is only one shipping method for your subscription. Click on “Save Changes”. To increase or decrease the quantity for a specific order date(s) select the "Manage upcoming orders" paragraph.
15.7 Manage Upcoming Orders
Change the quantity for a specific order date(s), or skip an order date(s) by selecting “Edit quantity” for the order date(s) you would like to change. Select “Update quantity” and click on “Save Changes”. At this time there is only one shipping method for your subscription.
Order date(s) can be skipped as needed. To skip an order date(s) select “Skip order”. To reinstate a skipped order date(s), select “Resume order”.
The next seven order date(s) in your subscription can be managed.
16. Cancelling a Subscription
16.1 You must cancel your subscription at least 24 hours before the Next Order Date in order to avoid being charged for of the next period’s shipment. We will automatically bill the subscription charges every subscription period to the payment method you provide to us during registration (or to a different payment method if you change your Account information).
16.2 To cancel your subscription, visit your Account and click on “Manage Subscription”. Select “View and edit details” and then “Cancel Subscription”. Click on the “Cancel Subscription” button, and then the “Cancel Subscription” button again to confirm. If you do not want to cancel your subscription, select “Keep your Subscription”.
16.3 Please note, if you want to change the frequency or skip an order date(s), you do not need to cancel the entire subscription. You can change how often you would like to receive your shipments by selecting “Order frequency” in the overview. You can skip an order date(s) in the “Manage upcoming orders” paragraph.
17. How we may end the contract
17.1 We may end a contract for a product at any time, as well as any subscription, by writing to you if:
(a) you do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due;
(b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products; or
(c) you do not, within a reasonable time, allow us to deliver the products to you.
17.2 If we end the contract in the situations set out in paragraph 17.1, we will refund any money you have paid in advance for products we have not provided, but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of you breaking the contract.
18. Your rights
18.1 See the box below for a summary of your key legal rights in relation to the products. Nothing in these terms will affect your legal rights.
Summary of your key legal rights
This is a summary of your key legal rights.
Your legal rights say that products must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
a) Up to 30 days: if your products are faulty, then you can get an immediate refund.
b) Up to six months: if your products can't be replaced, then you're entitled to a full refund, in most cases.
18.2 If you wish to exercise your legal rights under paragraph 18.1 to reject products, you must post them back to us. We will pay the costs of postage if the products are faulty. Please email us at firstname.lastname@example.org to arrange this.
19. Other important terms
19.1 You may only transfer your rights or your obligations under a contract and these Terms of Sale to another person if we agree to this in writing.
19.2 These Terms of Sale are between you and us. No other person shall have any rights to enforce them. Neither of us will need to get the agreement of any other person in order to end a contract or make any changes to these Terms of Sale.
19.3 If any part of these Terms of Sale is held to be invalid, unenforceable or illegal for any reason, the rest will continue in force. Each paragraph of these terms operates separately.
19.4 If we do not insist immediately that you do anything you are required to do under these Terms of Sale or if we delay in taking steps against you in respect of your breaking them, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide products, we can still require you to make the payment at a later date.
19.5 These Terms of Sale, their subject matter and its formation, are governed by the law of England and Wales. However, if you are a consumer and resident of any European Union country you will benefit from mandatory provisions of, and legal rights available to you under, the laws of that country. Nothing in these Terms of Sale affects your rights as a consumer to rely on these local law mandatory provisions and legal rights.
19.6 You and we both agree that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a consumer and resident of any European Union country you and we may also bring proceedings in that country.
20. Online dispute resolution
If you reside with the UK or the European Union, you may also be able to refer a dispute to the European Online Dispute Resolution ("ODR") platform at http://ec.europa.eu/odr. The ODR platform is a web-based platform which is designed to help consumers who have bought products or services online. It provides access to independent alternative dispute resolution services which are usually free for you to use. We have discretion as to whether we will agree to a complaint being resolved through the ODR platform.
21. Changes to these Terms of Sale
21.1 We may revise these Terms of Sale at any time to reflect changes in or to:
(a) relevant laws or regulatory requirements;
(b) security, technical or operational issues; or
(c) our products.
If we change these Terms of Sale, we will post summary details of the changes below. If we have your e-mail address, we may also decide to email you with information on those changes.
Terms of Sale launched: May 2020
Terms of Sale last updated: May 2020